|Applicable Plans||✖||✖||✖||✖||✔ Forest|
Freshcaller brings you the Smart Answer Bot, an AI-powered voice bot that provides intelligent answers to customer queries.
With Smart Answer Bot, help your customers quickly find answers to the most frequently asked questions and transfer to agents for more complex queries.
A Smart Answer Bot:
- Provides around the clock self-service
- Gives instant answers
- Understands customer language
- Improves customer satisfaction
- Reduces the hierarchy of complex IVR menu
- Intelligently deflects calls to an agent
The Smart Answer Bot is currently available for Forest customers and is enabled on request.
To set up and configure Smart Answer Bot, you must have admin permissions.
How Does Smart Answer Bot Work?
The Smart Answer Bot is designed to understand and process voice input. The voice bot is initiated when a customer calls a Freshcaller number to which you assigned the Smart Answer Call flow. The bot's response depends on bot training and rules configured in the answer bot call flow.
When a caller approaches the bot and starts talking, the bot recognizes the words and understands the intent. It quickly searches for relevant answers from the training material or configured knowledge base and if found, responds with the best-matched solutions. However, if the bot does not respond or fails to understand the voice input, it quickly reverts to actions based on the configured call flow rules.
This highly enhances and improves your call center performance and agent productivity.
Setting Up Your Voice Bot
Having a voice bot for your business is now quick, easy, and simple. Freshcaller allows you to set up your voice bot based on your business requirements.
To set up your voice bot, do the following:
- Train your bot
A voice bot is designed to answer the most repeated and frequently asked questions. So, voice bot training means preparing a knowledge base with the most commonly asked questions. The more you train your bot, the better is the bot's efficiency and performance.
- Configure Smart Answer Call Queue
This call flow allows you to set rules and decide how you want the voice bot to respond based on a few conditions. For example, what should happen if the voice bot fails to understand the customer's questions or when should the voice transfer the call to an agent.